Blank Screen

[RoyalBulwell]

Could anyone kindly advise what has happened please. I am on Mac Book Pro (Catalina) on starting AP all I get is this grey blank screen, I cannot recall changing any settings.

 

Thanks

 

 

[RoyalBulwell]

Just like to add that I am on Safari Browser

[Dan C]

Hi RoyalBulwell

It looks as though you've hidden the UI, to reshow this please go to View>Toggle UI or alternatively press the TAB key as a keyboard shortcut. After this, you can go to File>New / File>Open and begin working on your image/document. I hope this helps!

[RoyalBulwell]

Hi

I have tried that, but  when I come out of AP &  then back into it I get the same screen.

[Dan C]

I'm sorry to hear that, this is a known issue when closing the app on Mac with the UI hidden, resetting your app back to default settings should fix this.

You can reset your app back to its default settings by holding down the CTRL key while launching the app. When the Clear User Data window appears, click Select All and then Clear. The app will now open.
Be aware that resetting your app back to its default settings will lose any custom settings such as keyboard shortcuts and brushes etc. To backup such settings before resetting the app, please watch our Affinity - Exporting User Settings and Keyboard Shortcuts video. https://player.vimeo.com/video/189596577/

[RoyalBulwell]

Does that process work for  the ordinary download that I installed from the Serif  web site that I first installed?, I believe there is an app but I didn't install it from the App Store.

 

[Dan C]

The reset process is the same regardless of whether the app was installed from the Affinity Store or the Mac App Store

[RoyalBulwell]

ok thank you, I will try it shortly

[RoyalBulwell]

11 minutes ago, Dan C said:

I'm sorry to hear that, this is a known issue when closing the app on Mac with the UI hidden, resetting your app back to default settings should fix this.

You can reset your app back to its default settings by holding down the CTRL key while launching the app. When the Clear User Data window appears, click Select All and then Clear. The app will now open.
Be aware that resetting your app back to its default settings will lose any custom settings such as keyboard shortcuts and brushes etc. To backup such settings before resetting the app, please watch our Affinity - Exporting User Settings and Keyboard Shortcuts video. https://player.vimeo.com/video/189596577/

 

4 minutes ago, Dan C said:

The reset process is the same regardless of whether the app was installed from the Affinity Store or the Mac App Store

 

16 minutes ago, Dan C said:

I'm sorry to hear that, this is a known issue when closing the app on Mac with the UI hidden, resetting your app back to default settings should fix this.

You can reset your app back to its default settings by holding down the CTRL key while launching the app. When the Clear User Data window appears, click Select All and then Clear. The app will now open.
Be aware that resetting your app back to its default settings will lose any custom settings such as keyboard shortcuts and brushes etc. To backup such settings before resetting the app, please watch our Affinity - Exporting User Settings and Keyboard Shortcuts video. https://player.vimeo.com/video/189596577/

hi

Yes that has worked, thank you, you say it is a down issue, does Serif going to fix it?.

[Dan C]

I'm glad to hear it!

That's correct, this is already logged with our developers to be fixed and should hopefully be resolved in version 1.8 - I'll bump the report with your thread now.

[R C-R]

21 hours ago, Dan C said:

I'm sorry to hear that, this is a known issue when closing the app on Mac with the UI hidden, resetting your app back to default settings should fix this.

Is there any chance that doing something less drastic would fix this, like renaming or deleting just one of the per user 'propcol' or 'dat' or similar files in the Library > Application Support > User folder?

[Dan C]

Technically deleting the following from Mac - /Users/<user>/Library/Containers/com.seriflabs.affinityphoto/Data/Library/Preferences/com.seriflabs.affinityphoto.plist (this is the MAS location)

Or the following 3 files on Windows - "%AppData%\Affinity\Photo\1.0\Settings" Tools.xml, Toolbars.xml & UserInterfacePreferences.xml

Will fix this issue, but the location can depend when using the MAS or Affinity Store version - so we recommend a reset as the easiest procedure.

[R C-R]

5 minutes ago, Dan C said:

Technically deleting the following from Mac - /Users/<user>/Library/Containers/com.seriflabs.affinityphoto/Data/Library/Preferences/com.seriflabs.affinityphoto.plist (this is the MAS location)

Or the following 3 files on Windows - "%AppData%\Affinity\Photo\1.0\Settings" Tools.xml, Toolbars.xml & UserInterfacePreferences.xml

Will fix this issue, but the location can depend when using the MAS or Affinity Store version - so we recommend a reset as the easiest procedure.

Thanks very much for identifying the file. Even if it amounts to an unsupported "try at your own risk" hack, I think I would be tempted to try either deleting that file or replacing it with an older version from a Time Machine backup before resorting to resetting the app & losing all of my custom settings.

Even though I try to keep up-to-date export backups of all my custom stuff just in case I have to do a reset, I often manage to overlook a few, usually something like brushes or styles that have many different categories. 

[mucar24]

On 11/13/2019 at 1:15 PM, Dan C said:

I'm glad to hear it!

That's correct, this is already logged with our developers to be fixed and should hopefully be resolved in version 1.8 - I'll bump the report with your thread now.

It is still not fixed. I use 1.9.3 and had the same problem but your tip helped me. Thank You!